JOB SUMMARY:

Provides a high level of focus on guest satisfaction throughout the building and an exceptional housekeeping department.  Responsible for supervising/managing/overseeing the housekeeping department, laundry activity and hotel public areas.

SUPERVISION EXERCISED:

Housekeeping Clerk and Floor Section Supervisor.

LICENSE REQUIRED:

Must obtain and hold a Class III gaming license while employed and complete an annual background check with TGA.

EXTENT OF JOB AUTHORITY:

• Interacts effectively with the guests and fellow team members.
• Provides excellent guest service at all times.
• Responsible for the overall coordination and direction of activities in the housekeeping department of a six story, two hundred room hotel.
• Delivers upon established goals and objectives.   

MINIMUM EDUCATION REQUIRED FOR POSITION:

• High school diploma or GED required.
• Three to four year’s related experience and/or training.
• Bachelor's degree from a Four-Year College or university; or equivalent combination of education and experience.

PHYSICAL REQUIREMENTS:

• Successful team member is required to regularly talk or hear.
• The team member is frequently required to stand; walk; use hands to handle, or feel and reach with hands and arms.
• Occasionally required to sit, climb, balance, stoop, kneel, crouch, or crawl and smell.
• Must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Required to monitor team member performance often through visual inspection.
• Expected to distinguish among varying levels of cleanliness and colors. 

SPECIFIC SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED FOR POSITION:

• Strong interpersonal spirit with a hands-on approach.
• Ensures safety and security policies and procedures are consistently followed.
• Excellent time management, organizational and interpersonal skills.
• Strong communication skills and attention to detail are critical for success.
• Previous supervisory experience is required, must be able to carry out supervisory responsibilities in accordance with the organization policies, procedures and applicable laws.
• Required to have experience in interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.
• Must know correct business English, including grammar, spelling, punctuation, and vocabulary.

SPECIFIC DUTIES PERFORMED:

This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.

• Ensure and maintain compliance with all ordinances, laws and other communicated expectations including but not limited to: NIGC Regulations, Yakama Gaming Ordinance, State Gaming Compact, Tribal Internal Controls and other communications from regulatory personnel.
• Responsible for oversight of the detailed inspection program for superior cleanliness, well maintained facility and room quality.
• Create and implement a comprehensive and detail oriented cleaning program.
• Performs proper recruiting, selecting, hiring, training, coaching, counseling, recognition and retention of all team members in the department.
• Ensure the program is consistently followed by all departmental team members meeting all standards.
• Responsible for all team members being properly certified and trained in their respective positions, and that all training and certification materials are up to date and maintained.
• Make sure departmental team members have tools and equipment needed to effectively carry out their respective job duties.
• Assign housekeeping and general maintenance tasks and projects for optimum service and productivity.
• Develop and implement procedures for managing the quality of housekeeping services.
• Schedule routine inspections of all guest rooms and public areas to ensure furnishings, guest rooms and in room amenities, equipment, public restrooms, lobby, storage areas etc. are clean and in good repair to exceed guests’ expectations.
• Ensure that team members are provided with recognition, ongoing constructive feedback or corrective action as appropriate.
• Monitor, coordinate and execute the special needs and requests of VIP’s, repeat guests and groups.
• Conduct comprehensive departmental meetings to include a review of procedures and events which warrant special handling and detailed information.
• Conduct pre-shift meetings and review all information pertinent to the day’s activities.
• Establish par levels for supplies and equipment, replenish them effectively.
• Assure all safety policies and procedures are followed.
• Purchase linens and housekeeping supplies, conduct scheduling for all housekeeping and laundry team members.
• Work closely with vendors to assure proper pricing, delivery and maintenance.
• Recruit, select, train, coach, counsel, recognize and re-train direct reports, reinforce excellence in business operations and guest service.
• Stay informed about current trends and practices within area of responsibility and communicate the information to management, peers, direct reports and team members as appropriate.
• Exhibits passion for the hospitality and gaming experience of our guests.
• Takes personal responsibility for delivering an excellent guest experience.
• Knows the overall property, the gaming offerings, and their locations.
• Ensure all promotions are in compliance with regulatory requirements.
• Ensure that all vendors are licensed in compliance with licensing requirements of TGA.
• Builds relationships inside and outside of their department / team to improve ways of working and provide a great guest experience.
• Models for the team, a strong work ethic and is visible, available and present for the guest and their team.
• Identifies ways to improve workflows and processes to work smarter and increase efficiency.
• Proactively shares guest feedback with executive management and peers in the spirit of continuous improvement.
• Seeks to share and improve processes and workflows based on guest feedback.
• Finds ways to make good use of their strengths and talents.
• Embraces “Keys to Success” initiative to provide upward mobility to Yakama Tribal Members.